績效管理與關鍵績效指標 -...
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鄭晉昌 國立中央大學人力資源管理研究所 教授 績效管理與關鍵績效指標 績效管理的流程 績效管理的流程 設定年度工作 計劃績效目標 工作指導與 回饋 進行績效評 估與回饋 獎勵與訓練發 展以改善績效
Transcript of 績效管理與關鍵績效指標 -...
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(balanced scorecard) (key performance
indicators)
(management by objectives) (competence management) (benchmarking)
&
(Financial)
(Customer)
(Internal Processes)
(Learning & Growth)
KPI =
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KPIKPI
KPI --
80/20
20% 80%
80% 20%
20%
KPIKPI
KPA (Key Process Area) KPA (Goal) (Key Practices)
KPA
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KPIKPI
KRA (Key Result Area)
KPI KPI
KPI(clear)(specific)
(measurable)
KPI
()
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KPIKPI
KPI
(improve customer service)
(Reduce average customer wait times by 30% by year end)
KPI KPI
(Relevant to the Strategic Objective)
(Controllable)
(Actionable)
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KPI KPI
(Simple)
4~6
(Credible)
KPI KPI
(Productivity)
(//)
(Quality)
(,,)
(Profitability)
()
(Timeliness)
(//)(,)
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KPIKPI ()
(Process efficiency)
(Resource utilization)
( )
(Cost Control)
(,,)
(Growth)
(,/,)
KPIKPI
(Direct number)
(e.g., ).
(e.g.,).
(Percentage)
(e.g.,)(Simple ratio)
(e.g.,,)
(Index)
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KPI KPI
(Composite Average)
(e.g., )
(Statistics)
(e.g., )
KPI KPI
Financial
Customer
Internalprocess
Learning & Growth
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(drivers)
(Outcomes)
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KPl KPl
??
KPIKPI
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KPl KPl
KPI
KPI KPI
Financial
Customer
Internalprocess
Learning & Growth
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Q & A28
